• Job Description

  Req#: 25-05085
  Transportation Call Center Contact Agents - Temporary
  Purpose:
  The Atlanta Public School System is seeking the temporary services of multiple Transportation Call Center Contact Agents to provide direct first-line level 1 service desk support to Client schools and administrative locations.
  Summary:
  The Transportation Call Center Contact Agent will work with a team of other Transportation Call Center Contact Agents, under the general supervision of a Transportation Call Center Contact Agent Lead and a Transportation Manager who is responsible overall for the Call Center operations. Depending on the proficiency and level of expertise, the Transportation Call Center Contact Agent may be selected to be part of the level 2 support (within the service desk) to provide expert support to other analysts for critical issues or applications.
  Scope of Work/Key Responsibilities:
  Monitor answer telephone system and take calls from Parents, Schools, Citizens
  Make return calls to Parents, Schools and Citizens.
  Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact
  Escalate incidents as dictated.
  Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
  Remotely connect to user computers and assist with resolving issues as necessary.
  Perform proactive support activities including but not limited to:Provide support for Client IT projects (as needed).
  Installing and setting up Air Watch on mobile devices
  Ensuring that antivirus software installed on all machines and scans are completed routinely.
  Update user and asset information in database (as necessary)
  Follow established processes and procedures. Report to IT any suggestions that will improve process or make support easier or more efficient.
  Maintain exceptional customer service posture at ALL TIMES.
  Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes.
  Record and submit checklists or other documentation as may be required.
  Skills and Qualifications:
  3+ years' work experience (minimum) ... 5+ years preferred:
  Strong customer service skills and phone etiquette
  Maintain confidentiality
  Prior experience with data entry on databases important
  Prior experience in a call center preferred.
  Must have clean criminal record with the ability to pass finger-print background check
  Must be authorized to work in the Unites States.
  Personal Attributes:
  Creativity and strong attention to detail
  Ability to work effectively on tight deadlines, as necessary
  Excellent command of English language
  Excellent command of Spanish Language preferred
  Oral and written communication skills
  Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
  Ability to work under pressure and stay calm/focused when working with irate customers or users
  Positive, productive team player
  Desire to learn new skills and improve
  Education/Training:
  Minimum of Associate degree (preferred)
  3+ years’ experience in customer service telephone call center. Equivalent combination of education and experience will be considered.
  Work:
  This work will be completed on-site at the Atlanta Public Schools Transportation Department, Metropolitan Compound, 1661 Metropolitan Parkway SE, Atlanta, GA, 30316. The Transportation Call Center Contact Agent would need to work any shift M, T, W, TH, F (between the hours of 5:30 a.m. – 7 p.m.), except on district holidays. Parking will be off-site.
  Leadership:
  The Transportation Call Center Contact Agent will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Specialist who has overall responsibility for the Service Desk Operations. He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.
  Submissions:
  Candidate Resume/profile

• About the company

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